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Shipping policy
Fulfilment Policy (Order Pick-Up and Delivery)
Our Fulfilment Policy forms part of our overall Terms and Conditions that we operate under. Where detail is not provided in this policy, please refer to our Terms and Conditions for more information.
Fulfilment refers to the date, time and method (delivery or pick up) that your order is to be received to the parties refered to in the shipping details of your order.
Black Velvet Cakes is an 100% Australian owned local business that has operated since 2015. In offering the best service, value and quality of cakes possible for our clients, the detail in our policy reflects the flexibility of our offering to attempt to meet all our clients' needs, but also our boundaries to ensure the business remains viable and all staff remain in physical and mental health in this highly creative and demanding industry. Initially many deliveries were charged at higher than Uber rates from our Darlinghurst store. The team at Black Velvet Cakes works incredibly hard to reduce delivery fees and still offer a range of premium and off-peak pricing to many areas of the Sydney region.
ORDER PROCESSING PRE-FULFILMENT:
Our services include delivery and pick-up fulfilment methods for your order.
Delivery fulfilment options are limited to addresses within specific postcodes in the Sydney region and each postcode may offer different delivery options. There are a small number of postcodes available for delivery on our online store that may include areas we do NOT deliver to - this is made clear on the Checkout Delivery Page, and includes areas such as Lucas Heights (2234) and Bundeena/Maianbar (2230/2231). Unfortunately due to limitations with our current online store technology/configuration, we cannot make this clearer to clients earlier in the checkout process.
Rates for delivery options are determined in conjunction with the third-party couriers we operate with. Rates may change without notice, however the rate applied to a valid delivery order at checkout, once the order is confirmed and will not change.
For online orders, you can choose the delivery or pick-up fulfilment method on our cart page as well as your preferred Pick-Up Date and Time (from a calendar of available options) based on the correct postcode for your specified delivery address. For Delivery, the final date and delivery time window is determined by the date and time window rate you select in the delivery section of checkout.
For orders placed in store or over the phone, our client care team will advise you of options available.
Your preferred fulfilment option may not be available for your specific order type and/or the date and time you would like your order fulfilled.
Please allow 1-hour to process your order, after you receive the Order Payment email from our website.
For orders due within 24 hours, if there are any issues with our ability to fulfil your order, we will attempt to contact within 2 hours post Order Payment email, through the email and phone number (sms text and/or call) provided to us during checkout.
We will contact you within 24 hours for orders due after 24 hours from Order Payment email.
We reserve the right to cancel and refund orders we cannot fulfil given the fulfilment method you selected.
Our inability to reach you to agree on an alternate fulfilment is sufficient grounds for us to cancel and refund your order.
Please to take care when entering your contact details (email/phone/address) as this is contractually where your order will be fulfilled and contact information used.
We do offer multiple address delivery orders, please Contact Us for more information about Mutliple Delivery Orders.
STORE PICKUP
Orders can be picked up from Black Velvet Cakes, Shop 3A 106-110 Darlinghurst Road (cnr Farrell Avenue) Darlinghurst NSW 2010.
https://maps.app.goo.gl/KvdPwMm4wqNyE4uG7
Refer to our opening hours at the bottom of the home page on our website, blackvelvetcakes.com.au.
Unfortunately, we cannot guarantee we can assist taking your order to your car outside, it is heavily dependent on other clients in the store, and our production load.
Due to the extremely fragile nature of our products, we only offer carry bags for our designer cupcake products. All other products must be handled with two hands, kept out of direct sunlight in a cool dry space and not tilted during transport. Cakes should also be refrigerated immediately after transport. We provide Cake Care and Cupcake Care guidance to assist in reducing risk of damage of your products.
If requested, our staff can provide you with further guidance on how to handle our products during transport. We strongly recommend person handling of our products during transport over putting in vehicle boots, where often more damage is caused.
In limited scenarios, your order may not be available at the pick up time you requested. This may be due to late delivery by suppliers/couriers, electrical blackouts or other unforseen scenarios. When known of potential delays, our team always intends to contact affected parties to advise of delays and assist in making alternative arrangements, if required. We do not take responsibility for the late pick up of your orders, when it is caused by other parties or factors out of our control (e.g. electrical blackouts). We do not offer complimentary delivery due to orders not being available at the pick up time for reasons outside our control.
In any scenario where we offer complimentary delivery, our couriers cannot deliver outside our standard delivery area.
The store will not extend trading hours, nor will staff remain at the store beyond retail hours to wait for clients to pick up orders ready for pick up on and after the order's pick up date and time.
It is your responsibility to ensure you have collected all items for your order(s). For example, if you have ordered cakes and cupcakes, please ensure you have picked up both products and the correct quantities.
It is your responsibility to ensure your order is correct before leaving the store. Our staff are available to adjust/fix orders during retail hours, however we are not responsible for fixing your products outside the store.
We offer limited quantities of cupcakes for sale each day of our retail store trading and offer limited numbers of cakes that can be bought with approximately 1-2hours notice required to decorate. We make no guarantee products will be available for purchase during our retail trading hours.
If you plan to have someone else pick up your order, please provide the name and phone number of a person picking up your order, if it is not originally submitted in the order.
The person picking up the order may be required to show Identification and/or the Order Confirmation email.
We do not recommend standard couriers, Ubers or Taxis pick up the order due to high risk of mishandling.
Please have your order confirmation email accessible when you pick up your order as verification, the credit card used to make the purchase and/or your identification.
DELIVERY - Couriers, Contacts and Communications
Black Velvet Cakes orders that are to be fulfilled via Delivery, are fulfilled by trusted 3rd party couriers. For the purposes of this policy, the 3rd party couriers are referred to as "BVC Couriers".
BVC Couriers are vetted for their ability to safely deliver our perishable highly fragile products.
Black Velvet Cakes will be your main point of contact for your delivery. Except in exceptional circumstances, we do not provide BVC Couriers's contact details for safety and operational reasons.
Black Velvet Cakes or BVC Couriers will use any or all methods of email, sms and call to all parties in attempt to successfully deliver a product.
Black Velvet Cakes offers a surprise delivery option, where a generic message is sent to the recipient in order for them to track their order.
We do not include any price or invoice information on the deliveries.
If possible, Black Velvet Cakes will contact the Shipping Contact phone via sms a day before your delivery to confirm the delivery address and delivery time window.
If a surprise delivery, Black Velvet Cakes will contact the Billing Contact phone via sms a day before your delivery to confirm the delivery address and delivery time window. We reserve the right to contact the Shipping Contact to resolve delivery issues and/or ensure a safe delivery, even if a surprise delivery.
Once your order is delivered we immediately send a fulfilment email. If your order is not in your possession, please make attempts to retrieve it immediately, to avoid risk of damage/degradation.
DELIVERY - Address and Routing
The routing of deliveries is based on the shipping addresses information provided in your order.
While late changes to addresses can be accomodated, we cannot guarantee we can maintain the original fulfilment date/time, especially if routing for deliveries has already occurred (usually 2am on the morning of delivery).
Rerouting your order delivery to another address, may attract and addition or deduction to your fee, and the original date/time delivery window may not be available. Please contact us as early as possible.
The routing of deliveries also considers weather, road closures, product type and couriers available. In most instances, deliveries will be done in refrigerated vans or highly airconditioned wagons.
Black Velvet Cakes may contact you on behalf of the 3rd party couriers to alter the delivery time given other information provided by you, or potential complications with existing routing/orders.
BVC Couriers perform preliminary checks to minimise risk of delivering to an address that turns out to be incomplete, or is incorrect. The responsibility is on the client to ensure correct address details are provided.
Deliveries to certain locations have restrictions, including ICC, Opera House, Hospitals and others. It is the responsibility of the person ordering that couriers can access the delivery location - this is particularly important with loading docks, e.g. at Barangaroo. The more information that can be provided assists in making a successful delivery. Attempts will be made to contact all parties on the order to achieve an successful delivery if the courier is experiencing difficulties with obtaining the correct location.
If capacity permits, the Black Velvet Cakes team will be in touch with the Billing Address contact to obtain further information (e.g. Ward number if a hospital) to minimise the risk of a failed delivery, if the details are unclear based on our experiece.
Not limited to, but in all the examples provided above, where the courier cannot successfully deliver the order, the order will be returned to our Darlinghurst Store and a redelivery fee may be charged if another attempt at delivery is to be made. A second delivery attempt will not be made without payment and confirmation of date and delivery window time.
If you are delivering to a hotel, restaurant, function centre, etc. Ensure that you have provided us the Booking/Reservation Name at the venue and the time of event. Venues may not accept your order if BVC Couriers cannot provide them with the correct event details.
DELIVERY - Changes and Cancellations
We understand that last minute changes to events may occur and changes to your original fulfilment method date and time.
Please contact us as soon as you are aware of the need to change your fulfilment and our team will do our best to hold your order, if required.
Where your order has been partially or fully made, we can advise if and how to keep your order preserved so it is in the best possible state for your revised event date and time.
For more information on fees with the late changing of your fulfilment, please refer to our Terms and Conditions.
DELIVERY - Authority to Leave
It is your responsibility to ensure that someone will be present at the delivery address at the date and time to receive the order.
BVC Couriers have 7 minutes to successfully deliver your order after arriving at the delivery address. They cannot wait beyond this time for people to be available to take the order. In most cases, the courier will not be able to return to the site, however please contact us as soon as possible for us to try to get a rerouting done.
If no one is available to receive the order, the Black Velvet Cakes and/or BVC Couriers teams will attempt to contact the Billing and/or Recipient contacts via email, sms and/or call - to contact recipient to accept the order, or get authority to leave.
If a suitable place can be found BVC Couriers may leave the order in the safest location possible and provide a proof of delivery photo. Our team will also contact the Billing and/or Recipient contacts to let them know of the delivery. If there is no safe place, we will take the order back to our Darlinghurst Store, in which case a redelivery fee may be payable. A product refund is not available because a delivery cannot be made.
DELIVERY - Late
As per any delivery service, ability to deliver can be impacted by external factors weather, roadworks, accidents, etc. This may cause a delay to your delivery.
Black Velvet Cakes is not liable for late deliveries performed by 3rd parties. Black Velvet Cakes may reimburse the delivery fee, but any liability does not extend to a product refund.
Where the order is delivered to best location possible, e.g. Loading Dock, that is determined as the delivery time. The actual time the recipient to receives the order from the dock, or it is delivered, is not considered part of the delivery service.
We understand that in exceptional circumstances, your order may miss your event. You can choose to reject the order, in which case a refund less 30% administration fee is payable. However if you choose to receive the goods, no product refund will be issued.
DELIVERY - Cannot find delivered order
In cases of delivery to office buildings, hospitals, etc. BVC Couriers may not get access to the recipient, in which case, and where safe to do so, the order will be left with concierge, reception, loading dock, etc.
Please Contact Us immediately for us to contact BVC Courier to get the exact drop-off location for your order. We typically will also have proof of delivery photos that we can send to assist you in finding your order.
DELIVERY Pricing
Delivery prices for your order depend on the postcode we're delivering to and the time window you would like us to delivery, with most of Sydney being free delivery ($0) for future dated orders with all-day (9am-4pm) delivery window. Some postcodes offer shorter delivery windows (2-hour, 4-hour, 5-hour) at an increased cost. Delivery time window options and prices are calculated and shown during checkout.
INTERSTATE/INTERNATIONAL SHIPPING:
At this time, we do not ship Interstate or Internationally.